Summary: As a Brand Administrator in AXP (Alliants Experience Platform), you have full access to all locations and settings — use this guide for essential setup tasks including user management, department settings, escalation rules configuration, message templates, and cross-location oversight.
Permissions Required: Roles required in AXP to perform this action are Brand Administrators, who are often the IT Managers, Operations Directors in the properties.
This quick start guide covers key administrative tasks for Brand Administrators — managing users, configuring settings, checking integrations, and monitoring performance across all locations.
Your Access Level
Full access to all locations within your brand
Manage users and roles across every location
Access brand-level settings and configuration
Check integrations with external systems
Access cross-location reports and analytics
Option 1: Add and Manage Users
If your brand/property users log in using email address and password:
Navigate to Settings > Users
Click Add User
Enter name, email, select Role (Converser, Location Admin, Marketer, etc.)
Assign to appropriate Location(s)
Click Save — they receive an email invitation
If you brand/property users log in via Single Sign On (SSO):
⚠️ Important: If your brand users logging in via SSO, you will not be able to add users directly on AXP. This is managed on 3rd party provider.
📓 Note: For SSO login users, their account would have no roles once users logged in for the first time. Brand Admins need to assign roles for users to see the full list of tabs.
Brand admins manage access via 3rd party provider, such as Google, or Azure Directory, etc.
Brand admins can manage users' roles by navigating to Settings > Users
Find the user by searching the email address and filtering Locations as All locations.
Click at the user. You will see a side bar. Click the 3 dots to Edit user details.
Enter name, email, select Add Role (Converser, Location Admin, Marketer, etc.) Please note that Marketers or Vendors have limited access to the platform. They won't see profiles or bookings that are not active and/or assigned to their vendors.
Assign to appropriate Location(s)
Click Save — Users will need to log out and back in to see updates
⚠️ Important: Please note that Marketers or Vendors have limited access to the platform. They won't see profiles or bookings that are not active and/or assigned to their vendors.
💡 Tips: Always filter Locations by All locations when looking for an user. This helps you find the users who have no roles as these are not assigned to any locations.
📓 Note: If users are logging in via SSO, Deleting users via Settings > Users, will only remove the access on AXP. It is a soft delete. To permanently remove the user, please go to the 3rd provider to delete the user.
Option 2: Configure Location Settings
Location Details — Create or Delete a location. Edit a location such as name, address, contact information, timezone, time format.
⚠️ Alert: Deleting location is permanent. You cannot reverse it. This would affect the departments, integrations, conversations and users linked to the department.
Channels — View SMS, email, WhatsApp, in-app messaging, etc. per location. You can Sync channels if any channel integration is re-integrated recently.
Departments — Set up Front Desk, Concierge, Housekeeping, etc. and the department's type, open hours, escalation rules, etc.
Business Hours — Define operating hours of a department for automated responses
💡 Tips: Please create the template before setting up the auto response.
Message Templates — Create brand-wide or location-specific templates
⚠️ Important: Proactive templates, which are used to initiate a conversation, need to be approved by Meta first. Once created, please contact Alliants Support for next steps. Reactive templates don't.
Option 3: Check Integrations
PMS Integration — check details of Opera Cloud, Mews, Protel, etc.
Payment Gateway — check details of Stripe or Adyen
Lock System — check details of door locks for digital keys
Navigate to Settings > Integrations to check connections, such as Id, API URL, and change history, etc.
Option 4: Monitor Operations via Reports
Conversation Metrics — Response times, resolution rates, volumes
Request Metrics — Fulfillment times, volumes by type and department
Guest Metrics — Profile counts, active guests, engagement rates
Cross-Location Comparison — Compare metrics across all locations
Common Questions
Q: Can I manage all locations from a single view?
A: Yes, switch between locations using the Location Selector at the top, or view brand-wide data in Reports. Some settings offer a brand-level view for cross-location configuration.
Q: What should I set up first?
A: Recommended order: (1) Users and roles, (2) Departments and routing, (3) Message templates, (4) Check communication channels, (5) Check PMS integration.